CyraCom Speaks at GALA Conference about the Need for Telephone Interpretation in Europe
Customer satisfaction scores are higher for three-way calls with a language interpreter than with bilingual customer service agents.
CyraCom, an international interpreter company, presented this data from the International Customer Management Institute (ICMI) at the recent Globalization and Localization Association (GALA) conference in Seville, Spain. Many European customer support operations rely on centralized contact centres where in-house staff are recruited in multiple languages to serve various countries. The ICMI data indicates that for customer service managers, limited availability of staff with language skills is amongst their biggest challenges for multilingual support.
The presentation, given by Ivan Venzin of CyraCom, highlighted the advantages of telephonic interpretation, and explored ways in which telephonic interpretation can complement existing European multilingual customer service programs.
“There is a tipping point in terms of cost effectiveness between phone interpretation and in-house customer service representatives,” said Venzin. “Phone interpretation is paid by the minute without any fixed fees. To hire, train, and monitor agents in multiple languages, it takes significant volume for the cost equation to tilt toward that model.”
CyraCom has been introducing telephone interpreting to organizations across Europe as a solution for supplementing or even replacing multilingual staff. CyraCom’s European offices are in London, UK and Berne, Switzerland.
CyraCom International is the 2nd largest provider of language interpreting services. Whether in-person or via phone, video, mobile app, or written text, CyraCom bridges communication gaps for organizations that need rapid access to language assistance. The Company supportshundreds of languages and operates 24/7.
CyraCom’s ten offices across the United States and Europe include the biggest network of large-scale interpreter contact centres. More full-time interpreters work in CyraCom’s US contact centres than in the United Nations.
In business for 20 years, CyraCom supports over 3,000 clients that operate in Europe, North America, or other parts of the world. 95% of CyraCom’s customers say they would recommend CyraCom’s interpreting services to others.
CyraCom’s revenue has increased by five times since 2007. The company’s nearly 25% Compound Annual Growth Rate (CAGR) over that time period has resulted in a total of eight Inc. 5000 placements – an exceptional feat in the language service industry.